「有禮」抑或「有理」：飯店櫃檯勞動人員服務過程中的轉折與深淺層演出

Courtesy or Sensibility: The Regulating Processes of Emotional Labor and the Performance of Deep and Surface Acting for Hotel Receptionists

儘管職場中的情緒勞動吸引許多研究者的興趣，但對於情緒勞動中的情緒調節過程卻鮮少著墨，Hochschild（1983）表示，情緒勞動是勞動者創造可被觀察的臉部與肢體表現，藉以展現合宜的組織行為所作的感覺管理，據此，服務提供者以深淺層的表演達成組織所制定的情緒規則；淺層表演意旨壓抑真實情緒達成組織期待的表達規則，相反地，深層表演是調整其內心情緒以傳達組織期待的表演行為。正向情緒傳遞被相信對顧客在評價服務經驗時是重要的，但服務提供者如何在工作場域中維持正向情緒，且又如何有效地管理、調節與控制其真實的感受。本研究旨在瞭解飯店櫃檯服務人員管理情緒經驗的過程，因此以敘說探究為研究方法，藉由敘說探索被研究者的生活經驗。研究結果顯示，飯店櫃檯接待人員的生活經驗被許多情緒所圍繞，但負向情緒受訪者藉由角色認同、舞台上的展演與將心比心表達合宜的情緒規範，而對工作的熱情與豐富的經驗是維持正向情緒的關鍵，本研究最後總結三個對情緒勞動未來研究的建議。

Although emotional labor in workplace has been of increasing interest to researchers, the complete regulating process of emotional labor has seldom been systematically analyzed. Hochschild (1983) defined emotional labor as the management of feeling to create a visible facial and bodily display with a focus on showing appropriate desired behavior. Therefore, service employees perform deep acting and surface acting strategies to accomplish organizational expectations. Surface acting refers to suppressing inner feelings to sincerely show organizational displayed rules; however, deep acting is adjusting inner feelings to sincerely show desirable emotional displays. Positive emotional delivery is believed to be important to customers’ evaluations of service experiences, but how can service providers maintain positive emotions in workplace and manage, regulate, and control their felt emotions effectively? The purpose of this paper is to examine the managing emotional labor experience of hotel’s receptions. A narrative inquiry was chosen because it is committed to explore the living experience from the perspective of the people being studied. The study findings reveal that the living experience of the hotel receptions is suffused with emotions and the participants engage in management of negative emotions by role identity, show business, putting oneself in someone’ shoes to express their courtesy during service encounters. Meanwhile, empathy in work and abundant working experiences are crucial of maintaining positive emotions. In sum, this study concludes with a consideration of three important directions for future research on emotional labor.